Returns, Exchanges and Complaints
Would you like to return or exchange an item, or make a warranty claim? Below you will find simple instructions for each situation.
What would you like to do?
↩ Return an item within 14 days
You can return your purchase without giving a reason. For convenient return shipping, you can use our DHL/PPL Parcel Return service. Return shipping costs between €8 and €22, depending on the country.
↔ Exchange a size or product
Return the original item to us and place a new order for the required size or another product.
⚙ Make a warranty claim
If there is a problem with the product, please follow the instructions in the Warranty Claims section below.
Returning goods within 14 days
If you are a consumer, you have the right to withdraw from the purchase contract without giving a reason within 14 days of receiving the goods.
This right does not apply to purchases made as part of a business or professional activity where the purchase is not considered a consumer transaction under applicable law.
The right of withdrawal also applies if you placed the order through our online store and subsequently collected the goods in person.
How to return an item
- Complete the online return form, if available in your order details.
- Pack the goods carefully. The returned product should be complete, including accessories and documentation. If possible, please also include the original product packaging.
- Choose how you would like to send the goods back to us. You can use our PPL Parcel Return service, arrange shipping with a carrier of your choice, or return the goods to us in person.
Easy return with DHL/PPL Parcel Return
You can conveniently send your order back to us using our PPL Parcel Return service and the European DHL partner network.
You do not pay anything when handing over the parcel. The return shipping fee will be deducted from the amount refunded for the returned goods.
Return shipping fees
| Country | Return fee |
|---|---|
| Germany, Austria | €8 |
| Slovenia | €9 |
| Hungary, Romania, Bulgaria | €14 |
| Netherlands | €17 |
| Other supported European countries | up to €22 |
The return fee depends on the country from which the parcel is sent. For countries not listed individually above, please contact us before creating the return shipment to confirm the applicable fee.
Create a PPL return shipment →
Open the link, enter the required information and follow the instructions. Carefully pack the goods and hand the parcel over at an available DHL or partner drop-off point.
Important: always enter your order number in the shipment details. This allows us to identify your return quickly when the parcel arrives.
Did we make a mistake with your order?
If we sent you the wrong product, an incorrect size or made another mistake while processing your order, we will of course cover the return shipping costs.
In this case, please contact us before sending the goods back. If you use our return service, the return shipping fee will not be deducted from your refund.
Would you prefer to use your own carrier?
You do not have to use PPL Parcel Return. You can use a carrier of your choice and send the parcel to:
XCSPORT.cz
Horní Heřmanice 176
561 33 Horní Heřmanice
Czech Republic
The cost of returning the goods using your own carrier is paid by the customer. You may also return the goods in person at the above address.
What condition should the returned goods be in?
Please return the goods complete, including all accessories and documentation. You are responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
If possible, we recommend returning the product in its original packaging. Please do not use the original product packaging as the shipping box and do not attach shipping labels directly to the original product packaging.
Size or product exchange
If you need a different size or would like to exchange the product for another one, we recommend returning the original item using the procedure above and placing a new order for the required product.
This means you do not have to wait for the original parcel to arrive back with us, and we can dispatch your new order as quickly as possible.
Forms
- Online return form – if available in your order details.
- Warranty claim form
Warranty claims
If the goods are defective or do not conform to the purchase contract, you may make a warranty claim in accordance with applicable consumer law.
For consumers, the seller is generally liable for a lack of conformity that becomes apparent within two years of delivery of the goods, subject to applicable legal rules and any specific conditions relating to the product.
How to make a warranty claim
- Contact us at info@xcsport.cz. Please include your order number and a brief description of the problem. If possible, attach photographs showing the defect.
- Complete the warranty claim form, which is available here.
- After contacting us, send the goods to XCSPORT.cz or use the shipping method recommended by us.
Shipping goods for a warranty claim
Please contact us before sending the product. Depending on the type of product and the nature of the problem, we will recommend the most suitable shipping method.
In the case of a valid warranty claim, we will reimburse reasonable return shipping costs associated with the claim.
How is a warranty claim handled?
- We will process your claim within the period required by applicable law.
- The available remedy depends on the nature of the defect and applicable consumer law. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.
- We will inform you about the receipt and outcome of your claim.
Need help?
If you are unsure how to proceed, please contact us at info@xcsport.cz. We will be happy to advise you on the best way to proceed.